GERALD SMITH

Location: Brownwood, TX *****

Phone Number:210-***-****

Email:ad4noc@r.postjobfree.com

PROFESSIONAL SUMMARY

Experienced and dedicated helpdesk professional skilled in providing technical support. Skilled problem-solver able to communicate with users at all levels of technical knowledge and understanding. Highly proficient with troubleshooting, resolving issues and document user help requests for desktop, laptop, mobile, network and peripheral problems.

Troubleshooting

Active Directory

Service Now Ticketing System

IT Asset Management

Call Center Triage

iCloud

VDI Support

TCP/IP, LAN, WAN, VLAN, VPN, VOIP, PBX, Wi-Fi

Microsoft Windows 10

Mac OS

Apple IOS

Android OS

Local & Network Printing

SharePoint Lists

Microsoft Office Suite

Remote Desktop Utility

Wired & Wireless Network

Microsoft One Drive

Linux, CRM, Nyroc

Digital Content Moderation

Desk Side Support

Bit Locker Recovery

Data Transfer

Multiple Antivirus Software

EMPLOYMENT HISTORY

WellMed/Optum – San Antonio, TX (Contract) October 2023 – January 2024

Desktop Services/Desk Side Support –Level 2

Respond to incidents assigned to the ticket queue and resolve client problems via telephone or in-person

Troubleshoot software, hardware and mobile device problems

Provided Bit locker Security Keys via Active Directory

Analyze, resolve, track, transfer and accurately document various technical problems

Order IT Assets on Users behalf via Service Now

Document client incidents in a Service Now ticketing system

Perform Hardware Equipment Swaps (Laptops, Headsets, Keyboards, Mice, Cables, Docking Stations, ect)

Troubleshooting VM Ware and Citrix issues

Setting up VPN and troubleshooting issues on Laptops

Mapped Network Shared Drives on Laptops

Install approved Software on End Users device

Troubleshooting Mobile apps on Android phones and IPhones

Setup up PC’s and Troubleshoot Network connectivity issues in training rooms

Adjusting display and connection settings with monitors via Desk Side support

Receiving returned IT Assets from employees/employers

Issuing ordered hardware equipment for new hire and existing employees

Citi Bank – San Antonio, TX (Contract) May 2022 – April 2023

IT Analyst/Premium Help Desk Support –Level 1.5 / Level 2

Ordered Software packages using Customer data platform

Reset MFA passwords

Provided Bit locker Security Keys

Assisted Users with setting up Microsoft One Drive

Confirm IT Assets for Users and Order Assets on Users Behalf

Installed Bloomberg and Fact set Software on Users workstations

Performed troubleshooting for Bloomberg and Fact set application issues

Assisted Users with ordering products using Procurement to Pay

Assisted Users with installing business approved mobile applications

Assisted Users with Mapping Network Shared Drives

Assisted Users with troubleshooting Mac and Apple Devices

Assisted Users with troubleshooting Mobile apps on Android Devices

Escalate to correct support team

Documenting incidents using Service Now ticketing system

Troubleshooting issues with Windows 10 Operating System

Provide User with correct knowledge and information on assigned equipment and approved access

Troubleshoot and Assist Users with Virtual Machine Environment

Take 40+ Inbound Calls Per Day

USAA – San Antonio, TX (Contract) Dec 2019 – April 2022

IT Analyst/Service Desk –Level 1

Logs incidents and service requests and maintains relevant records

Identifies and classifies incident types and service interruptions

Remove or Add IT Asset Equipment to User accounts (Desktops, Laptops, Docking Stations, ECT)

Ensuring that various types of information are communicated to users through the appropriate channel(s).

Identify and diagnose issues and problems

Categorize and record reported queries and provide solutions

Support problem identification

Advise users on appropriate course of action

Troubleshoot Single Sign-On issues

Monitor issues from start to resolution

Records incidents cataloging them by symptom and resolution

Escalate, if needed, unresolved problems to a higher level of support

Provide essential online security advice and support

Troubleshoot and Assist Users with Virtual Machine Environment

Take 40+ Inbound Calls Per Day

TaskUs – San Antonio, TX Aug 2018 – Sep 2019

Digital Content Moderator

Worked with Web Content specialists and Subject Matter Experts to assist with site updates and maintenance of the database

Supported products and users to expand the Product Marketing Database, gathering, documentation, extracting and socializing reports, content entry and testing

Provided technical support and training as needed

Maintained user access and permissions across the multiple systems supporting web team

Enforced the company’s Terms of Use by carefully monitoring reports of abuse on the site

Ibex Global – San Antonio, TX Jan 2016 – Aug 2018

Help Desk Tier I Technician

Identified severity of incidents and logged customer information into the help desk ticketing system utilizing the correct categorization, prioritization, and group assignment

Performed remote troubleshooting through diagnostic techniques and pertinent questions to resolve

Served as the first point of contact for product support and resolved software errors, sync failures and internet connection problems

Diagnosed technical and hardware issues to include networking issues and server failures

EDUCATION / CERTIFICATIONS

LeaderQuest – San Antonio, TX Network Support Specialist Dec 2019

Axelos Global Best Practice ITIL Foundation Certification Nov 2019

REFERENCES

Available upon request.

Contact this candidate